Remote assistance is an invaluable tool. Sometimes when walking through customers on the phone becomes difficult, it’s sometimes better to remotely log onto the user’s computer. This could be due to the complexity of the issue, or the reason could be it’s quicker to fix the problem that way. This way we can take control and see what the customer doesn’t see is happening in order to fix issue. At the same time, while fixing one issue, we may stumble across something else the customer was unaware of and recommend ways to resolve any other problems.